The Benefits of Cloud Based Contact Centre Solutions

cloud based contact solution

Until recently, contact centre products were installed on-premise. As a result, companies found themselves locked into pricey contracts for software that was hard to maintain. Not to mention that the features and functionality were limited too.

Thanks to developments in cloud computing, that’s changed. Nowadays you can choose cloud based contact centre solutions and reap the rewards! Not only do cloud based contact solutions save you money in the long-run, but they also make it easier to manage and maintain your communications too.

Keep reading to discover the benefits of cloud contact centres. 66% of organisations have already made the switch. Is it time that you did too?

What Are Cloud Based Contact Centre Solutions?

A cloud based contact centre is the modern alternative to legacy on-premise call centre software. Instead of installing the software, communications networks and data in your offices, it’s hosted ‘in the cloud’ by an internet service provider, like AdEPT.

With a cloud solution, you don’t need any on-site equipment other than the pc or phone you use to access your communications hub. All the channels you need are accessible by a browser, so agents can call, email, chat and video call from anywhere. All you need is an active internet connection.

Benefits of Cloud Based Contact Centre Solutions

A cloud call centre system is designed to optimise your customer experiences. For this reason, they’re able to provide deeper levels of insight and analytics than their on-premise predecessors. And they can integrate with other essential managed services your business requires such as CRM systems, help desks and chatbots.

Here are the most exciting benefits you can expect from switching to a cloud solution:

Reduce Your Communications Costs

One of the biggest misconceptions about cloud contact centres is that they’re more expensive than on-premise systems. But that simply is not the case.

You’ll pay a set price, per user, per month for your contact centre solution which can knock thousands off your phone bill. And you won’t need to worry about the initial CAPEX either. In contrast, on-premises products charge upfront licensing fees and ongoing maintenance and upgrade costs.

Another cost-saving comes from reducing the administrative burden the system creates. As there’s no equipment to maintain on-site, you won’t need to pay call out charges to your service provider if you need something upgraded or if you experience an issue.

Instead, the vendor will roll out automatically. This allows issues to be resolved remotely. As a result, you can reduce the labour costs of managing your contact centre solution.

Work From Anywhere

Almost half of all UK employees worked remotely at least once a week in 2020. And following the Covid-19 pandemic, this number is set to keep increasing. Cloud contact centres facilitate remote working, as all you need is an internet connection to access the company’s customer communications tools.

This has many benefits for both employees and their employers. For employees, remote working means increased flexibility, reduced commutes and often, more work-life balance. In turn, this creates a happy, motivated workforce.

For employers, remote work widens the talent pool. If you’re no longer confined to office walls, you get to focus on hiring the best people for your business, rather than being limited to a geographic area. You might even save on business costs, for example, if you need less office space.

Take Advantage of Modern Communications Features

Legacy systems were slow to update and lacked the functionality of modern solutions. The cloud has improved download speeds and space, making it easier than ever for vendors to introduce new features that enhance your customer experiences. Innovation chains are faster than ever before, and that’s great news for businesses!

For instance, most vendors now offer hosted omnichannel contact centres. These tools provide a holistic package of communications tools rather than focusing on calling alone. Where they were once expensive add ons, live chat, email, SMS and social media messaging are now basic components of a contact centre solution.

Enhanced Security and Data Protection

A 2019 study by Deloitte found that 58% of IT managers rank security as one of their top two reasons to move the cloud. For many companies, having the technical expertise and resources needed to maintain security for their infrastructure isn’t very realistic.

On the other hand, vendors that specialise in cloud-based solutions have invested in the technical expertise needed to maintain data integrity and security. 

How Do I Know if My Business Is Ready to Move to the Cloud?

If you haven’t already switched to a hosted contact centre solution, now is the time. But before you invest, you need to make sure that your IT infrastructure is ready. To do this you’ll need to check your internet provision, connectivity and current security requirements.

You can then work with a managed service provider, like AdEPT, to create a phased cloud migration plan. Or, arrange a professional cloud readiness assessment to get an expert opinion on if your business is ready to move to the cloud. Making the move is the best way to future proof your business and ensure that you can reap the benefits of modern communications technology.

Want to Learn More?

Migrating to a cloud contact centre solution will have a positive impact on your employees, customers and your bottom line. You’ll shave hundreds off your communications bill. And have access to omnichannel functionality, which will give customers even more ways to connect.

Interested in learning how cloud based contact centre solutions could benefit your business? Get in touch with our team to find out more. As one of the leading contact centre providers in the UK, we’ve got solutions to suit businesses of all sizes, from all sectors.

Written by Sami Malik

Marketing Campaigns Manager